Creating Superfans

2. What does the “P” in Super model stand for?
5. What does the “S” in STORY stand for?
6. Customer experience is the term for the way a customer feels about the totality of their interactions with a brand or business from start to finish. What is the abbreviation Brittany uses for this?
7. “Most of the successful people I’ve known are the ones who do more ____________ than talking.” —Bernard Baruch
8. Brittany is a Superfan of what company she uses for pet supplies?
10. This is what Brittany refers to as the “secret sauce” or “your superpower”
11. Superfans are created at the __________ of your story and every customer’s story
13. a customer or stakeholder who is so delighted by their experience with a brand, product, or service that they become an enthusiastic advocate.
14. Every employee is in the ____________ department.

1. The 5 A’s of “How to Apologize” :1st- __________,Apologize, Ask, Atone, Adjust
3. What’s the difference between affinity and advocacy?
4. “You can’t buy Superfans. You can only create them.”
6. are one of the most powerful productivity tools ever invented.
9. Measure the m_________ to track how your customers are feeling.
12. is the collection of all departments not yet specifically addressed.